Transforming Aged Care product delivery, by harnessing design systems
In Summary
Created a design system for 12 teams, streamlining product design and development.
The Client
The Department of Health and Aged Care
My Responsibilities
Design System
Design Ops
Product Strategy
The Duration
Just over 52 weeks
Final Designs
A quick look at the final results, before we dive into the case study below..
After working with the client for just over a year, we were able to deliver them a comprehensive design system that is now used by 70 designers and 420 users across the Aged Care Department division.
Project Overview
The mission is to deliver products and services, that drive better health outcomes for elderly Australians
As the Lead Product Designer at frog, I spearheaded a year-long initiative to develop a comprehensive design system for the Department of Health and Aged Care. This project was critically aligned with the Department's strategic mission to enhance health and well-being outcomes for elderly Australians—an imperative underscored by findings and directives from the 2018 Royal Commission into Aged Care Quality and Safety.
Our mandate was to establish a robust design system that would streamline the development processes across more than 12 internal product teams, enabling them to design, build, and deliver superior digital products and services efficiently.
Problem Space
Creating a cohesive, consistent and high quality customer experience across multiple products is hard
Our client faced significant challenges in maintaining consistency, quality customer experience and alignment across their products and services due to the absence of a design system or any shared design artefacts, guidelines or governance processes. Previous documentation that they did have, was outdated, fragmented and not adopted consistently throughout the Department.
Without a clear strategy or collaborative approach, progress was consistently halted or stagnated. These significant challenges not only impacted their ability to meet their strategic goals and initiatives, it was costing our client a significant amount of time and resources.
The Approach
Our approach was to leverage the frog method and to treat our design system as a product
My approach in designing and developing a design system for our client was to adopt a strategic and adaptable approach that is rooted in the frog product design methodology.
Choosing this method allowed for constant iteration and flexibility; crucial in our dynamic project setting. I also emphasised to our client team and key stakeholders that this project needed to be seen as a living product, that would continue to scale and evolve with the organisation.
Design Process
Our process focused on consistently learning, iterating and evolving
Although this case study details set stages and deliverables, it is important to mention that our overall design process was not a linear and straightforward journey. I also wanted to note that our project was undertaken just over 52 weeks and so for this portfolio, the work and processes have been extremely condensed and simplified.
Please note that some of the artefacts have been slightly edited and remade to resemble delivered pieces of work, to comply with non-disclosure agreements and client confidentiality. Please reach out for a more in-depth presentation on this case study.
The Observation Process
The first phase was focused on observing, understanding and aligning with our client
In this stage, my focus was on thoroughly assessing the client's needs and understanding the current landscape. By completing this step, I gained valuable insights into the ongoing work and the overall situation. Immersing myself in team dynamics and understanding stakeholder relationships allowed me to lay the groundwork for trust and collaboration, essential for future stages. Additionally, this phase enabled me to anticipate challenges and plan effectively for project execution.
The Imagine Phase
A strong understanding of the current state, allowed our team to set a vision and strategic objectives
To forge a strong vision for the Aged Care Design System, I led workshops with our core team to define its components, goals, and key characteristics. We also researched existing industry design systems, analysing their strengths and weaknesses through playback sessions. This research was vital for setting informed benchmarks and standards.
Our discussions on the ideal future state helped shape a clear vision, which guided the creation of a detailed product roadmap and deliverables document, outlining key milestones and KPIs. This strategic phase ensured our approach was aligned and structured, crucial for developing the system's artefacts efficiently.
The Make Phase
The focus here was to evolve from foundational ideas to a living product and ecosystem
During the "Make" stage of developing the Aged Care Design System (ACDS), we shifted our focus from planning to execution. This critical phase involved the hands-on creation of design components, governance frameworks, and processes essential for a scalable design system. Our efforts were guided by five key principles, which ensured that our deliverables were strategic and driven by both user needs and team capabilities.
We began delivering key artefacts that shaped the Aged Care Design System, into what it is today
We prioritised the creation of a Design Governance Playbook to influence our work processes strategically, ensuring organised scalability aligned with client objectives.
Subsequently, we iteratively developed the Component Library to meet immediate development needs and refine components to align with branding guidelines, identified through a comprehensive audit. This audit underscored the need for detailed Branding Guidelines to ensure visual consistency and compliance with accessibility standards.
Additionally, we created comprehensive Component Documentation to empower users with clear guidance on component usage. Together, these artefacts formed the cornerstone of our design system, positioning it for seamless growth and continued alignment with evolving requirements.
The Scale Phase
With core elements of our design system established, our key goal was to continue to scale and deepen our impact
Working closely with the team, we conducted a comprehensive audit of existing product pages; identifying common patterns and opportunities for standardisation. The result of this work was the creation of a comprehensive pattern and page template library.
Simultaneously, we remained committed to iterating and improving our component libraries, documentation, and onboarding materials, ensuring they evolved in line with user feedback and changing needs.
Lastly, we knew that for a design system to be successful, it needed to be adopted and used by our core product teams. In our scale phase, we focused on fostering community engagement and measuring impact. Through regular forum meetings, design stand-ups, and collaborative sessions, we ensured ongoing involvement and feedback from stakeholders. This holistic approach not only facilitated adoption but also drove continuous improvement and alignment with evolving requirements.
Project Results
Today there are 70 designers and approx. 420 users of the Aged Care Design System today
Our comprehensive delivery included an extensive component library, pattern and template repository, branding and style guidelines, thorough component documentation, and tailored onboarding materials for new product teams. Additionally, we provided governance process documentation, meeting notes capturing critical discussions, and templates for component and template requests.
Through this transformational initiative, we revolutionised the department's design processes and nurtured a vibrant community. Starting from scratch, we built an entire ecosystem, empowering teams with a shared understanding and a cohesive design language.